How ClonePartner Enabled MobiMed's 15% Efficiency Gain on Front within the First Month
MobiMed migrated 9,624 complex Freshdesk tickets to Front with ClonePartner—zero data loss, a sample delivered in 48 hours, and a 10–15% boost in team efficiency within the first month.
TL;DR
Customer: MobiMed (Healthcare IT, Vienna, Austria)
The Move: Freshdesk to Front
The Scope: 9,624 complex support tickets seamlessly transferred.
The Roadblock: Legacy helpdesk software causing operational friction, integration gaps, and high anxiety around data loss during a live cutover.
The Outcome: Zero data loss, a full migration completed in one day after sample approval, and a 10–15% increase in team speed within the first month.
By the Numbers
- Tickets Migrated: 9,624
- Sample Turnaround: 48 hours from the final requirements call
- Iteration Window (fixes & tweaks): 2 weeks
- Total Time to Complete (start to finish): 3 weeks
- Efficiency Gain: 10–15% faster response and resolution cycles
- Data Loss: Zero
The Challenge: Legacy Friction and Migration Anxiety
Based in Vienna, Austria, MobiMed is a healthcare IT provider that develops practice management software for physicians and medical clinics. Their platform optimizes administrative workflows, billing, and patient documentation. Because MobiMed operates at the intersection of healthcare and technology, their internal tools must be as high-performing as the software they provide to medical professionals.
As MobiMed's support requirements grew, their helpdesk system created significant friction. The project lead described the legacy system as "quite old software" that no longer provided the necessary user experience. This technical limitation impacted their response times. To maintain their standard of service, they needed a modern system — Front — that provided a cohesive overview of customer interactions and engineering tickets in one view.
Despite the clear need, the move presented a high level of technical anxiety. The MobiMed team had three specific fears:
- Information Loss: The risk that critical details within the 9,624 tickets would be lost or corrupted during the transfer.
- The Transition Gap: The worry that active tickets would fall through the cracks during the exact moment of cutover from Freshdesk to Front.
- Operational Complexity: The ticket migration was identified as the most complex part of the project — and rather than diverting their internal engineering team from core product work, MobiMed sought a partner to own the technical risk.
"We were worried about losing information during the transfer, but ClonePartner's sample migration process gave us the confidence to go live. All our critical data was moved intact."
— Project Lead, MobiMed
The ClonePartner Solution: A Secure, Engineer-Led Migration
MobiMed partnered with ClonePartner to manage the full technical execution of the transfer. ClonePartner bridged the gap between the source system and the new platform using a structured, security-first framework.
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Rapid Sample Turnaround: Within 48 hours of the final requirements conversation, ClonePartner provided MobiMed with a sample migration. This allowed the team to see exactly how their data would appear in Front before committing to the full move.
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Test-First Verification: The final migration was only authorized after MobiMed's team fully audited the test data. This turned the "go-live" moment into a controlled, confident event rather than a risky leap.
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One-Day Execution: Once the samples were approved, ClonePartner completed the full migration of all 9,624 tickets in just one day — minimizing downtime and allowing the team to hit the ground running in their new environment immediately.
The project lead noted that the sample migration and validation process made him feel in control — exactly the confidence a healthcare-adjacent team needs before making a critical data move.
The Results: 15% Faster Operations from Day One
Since completing the migration, MobiMed has seen a direct improvement in their operational metrics. By resolving the integration gaps of their legacy platform, the team has reclaimed significant daily time.
- 15% Efficiency Gain: The team estimates they are now 10–15% faster in their response and resolution cycles.
- Zero Compliance Gaps: The migration was completed within a secure framework, maintaining data integrity and regulatory standards.
- Eliminated Wasted Time: Support operators no longer waste time searching for changes or ticket history across disconnected threads.
"Moving to Front has improved our efficiency by 10–15%, and ClonePartner was a good partner for the migration."
— Project Lead, MobiMed
MobiMed's Advice for Teams Planning a Switch
For teams planning a similar move, MobiMed offers two key recommendations:
- Dedicate the Time: Ensure you have a clear window to finalize and verify everything after the migration is complete. Don't plan the cutover in the middle of a busy sprint.
- Single Point of Responsibility: Assign one person to own the migration end-to-end. Consistency in communication with your migration partner is what keeps edge cases from becoming disasters.
When asked to summarize the experience, the verdict was clear:
"For any team looking to move their data safely, ClonePartner is a reliable and dedicated partner for the job."
